I’m trying to pull agent utilization data broken down by 30-minute intervals using the Analytics API. Specifically, I need tHandle, tAcw, and tHold. I’ve set up the request to /api/v2/analytics/users/userId/summary with the interval set to PT30M. The tHandle values come back correctly, but tAcw and tHold are consistently null in the response JSON. I’ve verified the user ID is correct and the date range covers active shifts. Here’s the payload I’m sending:
{
"interval": "PT30M",
"select": ["tHandle", "tAcw", "tHold"],
"group_by": ["interval"],
"date_from": "2023-10-27T08:00:00.000Z",
"date_to": "2023-10-27T17:00:00.000Z"
}
Is there a specific configuration in the user profile or queue routing that needs to be enabled for these metrics to populate? Or is the API endpoint different for ACW data?